Create ticket inside RT

How to create a ticket

1. Click on Create new ticket at the top right of the page. 

   

    

2. Then fill in the desired fields.
   Tip: Make sure you create the ticket in the correct queue. If you create it in a queue where you are not the case handler, you can set yourself as an Admin-copy recipient to keep track of the correspondence via email. 

    

3. When you are finished, click on Create to create the ticket. You will now be redirected to the ticket you created, and you can continue handling the case.

Access to the ticket

When the ticket is created, you will have access depending on which queue you created the ticket in, and whether you added yourself as a recipient in the ticket.

• You are not the case handler in the queue, and..
  • You did not add yourself as a recipient
    You will not have access to the ticket and will receive an error message when it is created. Note that as long as the error message refers to a specific ticket number, the ticket has been created.
  • You added yourself as a recipient
    You will have access determined by the recipient type you set for yourself, for example as Admin-copy recipient or Reporter. 
• You are the case handler in the queue
  You will have the same access to the ticket as usual.